Customer feedback and voice of customer
A satisfaction score without a reason is a number you cannot act on. ChatAnimate turns the follow-up into part of the survey: the score arrives, the reason gets asked while it still matters and the answer routes itself to the part of the product it is about. Every response lands as a structured record with its full conversation attached.
The interactive builder ships on the Studio plan. The demo needs no account.
Hi there. How likely are you to recommend us to a friend?
09:41The problem
What the dashboard says
The average dropped half a point. The report cannot tell you whether the drop is checkout latency, a broken onboarding email or one angry enterprise account with 40 seats. You schedule interviews to find out and the interviews are three weeks out.
What the follow-up says
The score and its reason arrive together, tied to the exact part of the product the customer means. No interview needed, no three week wait and no guessing which backlog item moves the number next quarter.
The patterns
Each card below is a real routing pattern you can wire today: the follow-up questions and the branches change, the mechanics do not.
Start with the feature they used most this month. Every answer opens the questions about that feature and none of the others, so the feedback arrives pre-segmented.
Q1 asks which feature · each answer opens the questions for that feature · free text closes it out
When a cancellation comes in, the survey asks why. A price complaint routes to the value questions. A silence complaint routes to the relevance questions. Two different retention plays.
Reason "price" → value questions · Reason "stopped using it" → relevance questions · each ends in its own offer
After a ticket closes: was your issue resolved? A yes collects a one-line testimonial with consent implied by the tap. A no opens the investigation: what happened and what should have been done differently.
Resolved → testimonial · Not resolved → what happened · then · what should change
Day 3 of a trial, the check-in arrives in chat. Stuck at setup sees setup questions. Uploading content sees content questions. Confident users get asked for their first impression while it is fresh.
Self-reported stage decides the entire question set that follows
The classic wired right
The recommendation question stays the same. What changes is the conversation that follows, because the number already told you which one to run.
"What went wrong?"
then
"Which part caused the biggest problem?"
then
"What should we have done differently?"
"What would make it a 9?"
then
"What almost stopped you from signing up?"
"What did we do particularly well?"
then
"Who should we be for your colleagues like you?"
Route by score, by feature mentioned or by any earlier answer. The same logic that runs this table also screens research participants and branches product feedback by feature, because it is one builder.
How it works
Type it or describe the whole survey in one sentence and edit the AI draft. The recommendation score, the CSAT emoji row or the plain "how did it go" all work as openers.
Each answer carries the question it should open. Scores route by band, reasons route by topic and the drill-down only appears for the paths that need it.
Share the link in your post-purchase email, your exit screen or your support signature. Responses arrive as structured records with the full conversation attached, and CSV export feeds the tools you already use.
Who it is for
Owns satisfaction numbers and has to explain movement in them every month.
Every score arrives with its reason and its product area already attached.
Needs to know which part of the flow frustrates people, without shipping a 15 question form.
Feedback pre-routed to the feature it is about, ready for the backlog review.
Wants the truth from churned customers without paying for a research platform.
An exit survey that adapts to each cancellation reason, live the same afternoon.
Questions
Publish the feedback link, watch the reasons arrive attached to their scores and route each one to the part of the product it belongs to. Ships on the Studio plan, with the answer log and CSV export included.